After reading Chapters 19 and 20 of Modern Management by Samuel Certo and watching the videos, pick one of the Balanced Scorecard areas (i.e. financial, customer, internal processes, knowledge/growth) to use an example for the Controlling Process. Focusing on the term "quality" and "productivity" will help guide your thought process. You may research and choose any organization with which you are familiar, but it would likely be best if you choose the same organization your final project is based on.